Turo continues to monitor the COVID-19 (novel coronavirus) situation and offers the information below in response to guest questions and concerns. If you’re a host, please read COVID-19 practices and FAQs | Hosts.
Are there any geographic restrictions that impact Turo?
We ask you to comply with any containment measures set by your local governments* and to prioritize the health and safety of those around you.
*If you’re traveling to Hawaii, it’s important to note that the state’s “Safe Travels” program allows car rentals and car sharing only to visitors who are not subject to quarantine. To comply with this restriction, Turo requires you to show your host a QR code from your “Safe Travels Hawaii” account when checking in remotely or at the time of in-person vehicle pickup. Hosts are not permitted to give their vehicle or grant vehicle access to any guest who doesn’t present this code. If you need to cancel a trip in Hawaii because of these restrictions and requirements, call Customer Support at 415-963-4109 to do so and to request a refund. If you fail to comply with this requirement, you may be subject to penalties, as imposed by the government. For more information, visit the Hawaii Safe Travels website.
My license has expired due to COVID-19-related closures of motor vehicle departments. Will my host accept it?
Many states and territories have extended license expiration dates because their motor vehicle departments have been closed or operating with reduced hours/reduced staff. Check the motor vehicle department website for your state to verify whether your expired license is still valid. If it is, your host should accept it once they confirm via the same website that your license is valid under the current extension guidelines. Canadian provinces are providing automatic extensions for expired licenses, so you should not have any difficulties when your host verifies your license. See the chart below for links to motor vehicle department websites where you can find information about driver’s license renewal extensions due to COVID-19.
Can I pick up a vehicle without meeting the host in person?
There are options for remote vehicle hand off. Some hosts offer contactless check-in and checkout and hosts in some areas offer trips in Turo Go cars.
With contactless check-in, hosts will give you access to the vehicle via remote unlock or a key handoff via a lockbox. If you’re requesting delivery and your host uses remote unlock or a lockbox, we’ll display that information on the vehicle listing. Otherwise, once you book your trip, you can message your host to ask if they offer either of these. When completing a contactless check-in, you’ll upload images of your driver’s license and yourself to Trip photos.
With Turo Go, guests can check in remotely and unlock the car through the Turo app. Turo Go is currently available in San Diego, the greater Los Angeles area, the San Francisco Bay Area, and the UK. To find a Turo Go car, filter your search results by “App unlock.”
How do I know the car is clean?
We’re requiring all hosts to clean and disinfect their vehicles before each new trip, following Turo’s Cleaning & disinfection guidelines. We’ve also launched a training course for hosts with disinfection information from the CDC, EPA, WHO, and car detailing experts. Beginning July 31, you’ll see a badge on the profile page and vehicle listings of hosts who’ve successfully completed the training course. When you see that badge, you can feel confident that the host has gone the extra mile to educate themselves about how best to disinfect their vehicle to keep you safe.
Is there a penalty if I cancel a trip because of coronavirus concerns?
First, keep in mind that Turo’s Cancellation policy allows guests to cancel a trip for free up to 24 hours before the trip starts. To avoid a cancellation fee and to be considerate of your host, please cancel your trip as far in advance as possible.
If, in the course of checking in for a trip, you judge that the car hasn’t been cleaned and disinfected, you can cancel for free by following the steps in our Cleaning and disinfection policy. Do not cancel the trip online or via the Turo mobile app. To cancel your trip and get help rebooking, call customer support at one of the numbers below. Do not take possession of a car or start a trip if you judge the vehicle to be unsafe or unsatisfactory. Doing so will limit our ability to help you.
- United States: 415-963-4109
- Canada: 1-888-391-0460
- UK: 44-808-164-1454
What if I used travel credit, a promo code, or a coupon and have to cancel because of coronavirus concerns?
We’ll return any travel credit used to your Turo account. You can reuse the promo code or coupon as long as they’re not past the expiration date. Read more about promotions and travel credit.
What if I have concerns about returning a car due to a change in government policy or another COVID-19-related reason?
Let your host know immediately if you’re concerned that you can't return the vehicle for a reason related to COVID-19. Your host should work with you to make arrangements to get their car back. If you can return the car but need a little extra time, consider extending your trip. Otherwise, our additional usage policy may apply. If you’re unable to reach your host, please contact us at the numbers listed above.
Has there been any change in support offered by Turo?
Read about the different ways to contact Turo.